Gartner Research

Agenda Overview for CRM and Customer Experience, 2015

Published: 02 January 2015

ID: G00270680

Analyst(s): Ed Thompson , Michael Maoz , Robert P. Desisto , Gene Alvarez , Kimberly Collins

Summary

Managing customer relationships in a hyperconnected, digital world brings new challenges to customer service, digital commerce, marketing, sales and customer experience practices. Our 2015 research prepares application leaders in CRM and customer experience to anticipate business and customer needs.

Table Of Contents

Analysis

Key Issues

  • Enterprisewide CRM
  • Customer Service and Support
  • Digital Commerce
  • Marketing
  • Sales
  • Customer Experience Management

Related Priorities

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